- Lead critical telecommunications systems supporting 24/7 emergency operations
- Work across internal teams and vendors to deliver reliable, high-performing services in a mission-critical environment
- Full-time, Ongoing role, located in Burwood East
About Triple Zero Victoria
Triple Zero Victoria (TZV) provides the critical link between the Victorian community and the state’s emergency services agencies. It provides Victoria’s 24-hour emergency call-taking and dispatch services for Police, Fire, Ambulance and VICSES.
This integration of emergency services communications within Triple Zero Victoria is unique in Australia and rare worldwide. The team at Triple Zero Victoria are deeply committed to the community they serve and are among the most dedicated and highly skilled in their field.
About the Role
The Senior Manager, Service Delivery leads the Operational Communications and Telephony teams and is a key member of the ECIS Senior Leadership Team. The role ensures effective service integration across stakeholders and providers to deliver reliable, end-to-end outcomes in a mission-critical environment.
Leading a team of specialists, this role ensures the delivery, reliability, and continuous improvement of operational telecommunications networks and systems in a mission-critical environment. It also supports high system availability, third-party integration, and business continuity to meet TZV’s legislative obligations for call-taking and dispatch services.
Day to day responsibilities include:
- Lead the design, lifecycle management, and integration of operational telecommunications systems, including telephony, radio, voice recording, and messaging.
- Coach, mentor, and develop a team of technical specialists and service leads, fostering a continuous improvement and high-performance culture.
- Manage complex third-party vendor relationships, service level agreements (SLAs), commercial obligations, and operational escalations.
- Ensure 24/7 system availability, disaster recovery readiness, and business continuity across mission-critical communications environments.
- Drive budget tracking, stakeholder engagement, and compliance with security, risk, and public sector governance standards.
About You
You are a seasoned technology leader with extensive experience managing high-availability, mission-critical telecommunications in complex 24/7 environments. You excel in vendor-managed operating models, bringing a structured approach to service integration, contract governance, and multi-supplier accountability.
The successful candidate will have the following experience, skills and attributes:
Essential:
- A Diploma of Management, or relevant technologies or suitable substantial experience.
- Demonstrated senior leadership experience in the management of mission-critical telecommunication environments, including voice, radio, data and integrated communication systems supporting operational or emergency services.
- Extensive and relevant senior Technology management experience and demonstrated ability to work effectively in a complex mission critical 24x7, multiple stakeholder communications environment.
- Proven experience transitioning from direct service delivery to service integration and vendor-managed operating models, including oversight and responsibility to ensure third-party performance and service outcomes meets business metrics.
- Extensive experience in vendor performance oversight, including management of service levels, performance measures, commercial obligations, governance frameworks, and escalations in complex multi-supplier environments.
- Strong understanding of critical communication technologies, including PABX voice servers and platforms, land mobile radio (e.g. Tetra, P25), mobile data networks, dispatch systems, messaging and paging services and integrated communication platforms.
Desirable:
- ITIL V3/V4 Certification, or other relevant Service framework.
What We Can Offer You
You will be supporting a critical service to the Victorian community and will be rewarded with a competitive salary, flexible working arrangements and employee benefits including:
- Employee assistance program for employees and eligible family members
- Discounted health insurance, banking services and gym membership
- ‘Memberlink’ discount card, accepted by 1,000's of retailers and services providers
- Free staff parking at all our sites
- Salary packaging options after an initial service period
Triple Zero Victoria is committed to the principles of equal opportunity, and diversity and inclusion for all. We value the unique backgrounds, experiences, and contributions that each person brings to our workplace. We encourage and celebrate diversity in all forms - gender, religion, ethnicity, LGBTQIA+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply for our roles. Our aim is to create a workforce that reflects the Victorian community in which we live.
How to Apply
From here you can submit your application, which should include a current resume and cover letter outlining your interest in the role and linking your experience to the position.
Please note: all applications must be submitted via our TZV Careers Portal. We kindly ask that you do not send your application by email as we require you to complete a mandatory application form to accompany your application.
Recruitment agency applications will not be accepted.
Applications must be submitted by 11.59pm, Sunday 13 September, 2026.
Other Relevant Information
Applicants must be an Australian or New Zealand Citizen or a Permanent Resident. If you have applied for an ongoing position, you can only be considered for a fixed term period of employment that does not exceed your visa term. Employment will be subject to providing evidence of your Australian working rights.
Preferred candidates will be required to complete a Pre-employment Medical Declaration, with employment subject to a National Police Check clearance.
If you require any adjustments to the recruitment and selection process, please do not hesitate to get in touch with Triple Zero Victoria's Careers team via [email protected].
